Configuring business conditions

2 Tasks

5 mins

Pega Customer Service '24.2

Pega Customer Service '24.1 Pega Customer Service 8.8 Pega Customer Service 8.8 Pega Customer Service 8.7

Visible to: All users

Beginner

Pega Customer Service '24.2

Low-Code App Development

App Studio

English

Scenario

U+ Bank identifies that many customer are missing their payment due dates, resulting in late fees and negative impact on their credit score. To address the situation, Customer Service Administrators decide to use the Suggested actions feature of Pega Customer Service™. U+ Bank wants its CSRs to suggest remind customers if they have due payments during any interaction they have with them. The bank wants the relevant service request type to display in the system as the next best action for the CSR to take.

As a Customer Service Administrator, create a new business condition to verify whether the customer has a payment due.

Use the following credentials to log in to the exercise system:

Role	User name	Password
Customer Service Administrator	CSAppAdmin	password123!
Customer Service Representative	CSCSR	password123!

Your assignment consists of the following tasks:

Task 1: Create a new business condition

Create a new business condition in App Studio with the following information:

Name	Description
Payment is due	Payment is due

Condition number	Context	Field	Operator	Value
1	.ServiceAccount	Payment Status	is equal to	"Payment Due"

Task 2: Configure the Suggested actions feature

Set up the Suggested actions feature to display Make Payment as the next best action for the CSR to take whenever the newly created business condition is true.

Task 3: Confirm your work

Initiate a demo call from Steve Smith, a customer whose contact email account is missing. Verify if Make Payment is displayed as a suggested action.

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Challenge Walkthrough

Detailed Tasks

1 Create a new business condition

1. On the exercise system landing page, click Pega Infinity™ to log in as a CS Application Administrator:
   1. In the Username field, enter CsAppAdmin.
   2. In the Password field, enter password123!.
2. In the navigation pane of App Studio, click Control Panel.
3. Click the Interactions tile, then click Interaction Behavior.
4. To the right of Business Conditions, click Start.
5. Click Add to create a new business condition.
   Note: When you click Add, you may receive an error message that reads Changes are not allowed at this time. Please contact system administrator. If this happens, close the window and click Add again.

6. In the New business condition dialog box, in the Scope list, confirm that the new business condition scope is Interraction, and then click Next.
   
7. In the condition builder, in the Name field, enter Payment is due.
8. In the Description field, enter Payment is due.
9. In the Set conditions section, begin configuring the first row:
   1. In the Select context list, select .ServiceAccount from the list.
   2. In the property list, select Field > Payment Status.
   3. In the comparator list, select is equal to.
   4. In the property value field, enter "Payment Due".
       
      
10. Click Submit to complete the configuration of the business condition.
11. In the upper-right corner, click Save to save the business condition.

2 Configure the Suggested actions feature

1. In the navigation pane of App Studio, click Control Panel > Case types, then click Continue to the right of Case types.
2. Click Make Payment to open the case type.
3. Click the Settings tab.
4. On the Settings tab, click Suggested Actions to begin configuring the case type as the next-best-action for the CSR to take.
   
5. In the Suggested actions page, click Add to add the newly created business condition.
6. In the Suggest when list, select Payment is due.
7. In the Action list, select Suggest.
8. In the Sugestion text field, enter Customer has a payment due.
   
9. In the upper-right corner, click Save.
10. In the lower-left corner, click the user icon, and then select Log off to log out of App Studio.

Confirm your work

1. On the exercise system landing page, click Pega Infinity™ to log in as a Customer Service representative:
   1. In the Username field, enter CSCSR.
   2. In the Password field, enter password123!.
2. In the header of the Customer Service application , click New > Demo Screen Pops > Demo Pop: Steve Smith, verified to launch the customer interaction.
   
3. In the Incoming Web messaging conversation window, click Accept to initiate the customer interaction.
   
   The Make Payment case suggestion is now displayed in the Suggested actions section of the screen.
   

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Available in the following mission:

• Customer Service Low-Code Developer v8